Delta Air Lines gets failing grades on upgrades for loyal customers

- Jun 26, 2013 9:35 am

Skift Take

As Delta and other airlines emphasize the importance of their mega-elite customers, they have made the monetary calculations and are neglecting the needs of unmanaged business travelers. This may come back to bite Delta as its rivalry heats up with United and the new American.

— Dennis Schaal

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Delta has reduced the importance of the casual business traveler, leaving many loyal passengers out in the cold. Evidence of these changes is apparent in the gradual belt-tightening around SkyMiles, the mileage program that Delta (DAL) uses to entice frequent fliers back to the airline.

Earning and using those perks is where Delta is making drastic changes, most visibly in the realm of redeeming earned miles for free travel. Though the airline heralds numerous changes widening the applicability of their mileage program, they’ve also reduced the volume of low-cost award seats available to consumers. In economic terms, they’ve flooded the market with currency but raised the price of toilet paper, and loyal passengers are furious.

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